Sr Analyst, Customer Service Support Credit & Collections (C&C) Policy Administration

Overview

Under the general supervision of the Manager of Credit & Collections(C&C), the Sr. Analyst provides technical and analytical support related to all C&C computer systems and platforms, with a focus on all company arrears management programs and administration. Candidate will be responsible for assisting in the monitoring of all customer arrears, from initial startup through final billed accounts. Candidate will also be expected to develop and implement new and creative approaches to the collections process. Candidate will provide guidance to the Customer Service Organization on Credit & Collection policy. The Sr. Analyst will have responsibility for all regulatory and corporate reporting of arrears programs across O&R and RECO companies.

This position does not provide employment pursuant to the terms of a STEM OPT Training Plan.

Responsibilities

• Responsible for creating, maintaining, validating and updating collections reports for internal and external use
• Responsible for the development and maintenance of computer system operating procedures for C&C programs.
• Prepares reports for use by all departmental and executive staff regarding corporate arrears and collections as necessary.
• Assist in the development and deployment of all new customer outreach programs via the C&C Dashboard. Assist in additional data analytics and enhancements to our C&C Dashboard and future expansion as needed to support the business.
• Commitment to the Way We Work Principles and adhere to the Companys Standards of Business Conduct and other Company procedures including Environmental, Health and Safety, Equal Employment Opportunity, and security.
• Ensures implementation of company safety, health, and environmental programs for all employees in the group. Follow all approved company policies and procedures.
• Assist in the collections of delinquent gas and electric accounts including bankruptcies and accounts moving into final collections
• Monitor Arrears population, resolve credit related inquiries and disputes and negotiate terms and conditions on customer arrears.
• Maintain databases, spreadsheets, graphs and other tools to enhance collections strategies as directed.
• Assist in the preparation month-end reports, status updates for monthly departmental progress report, KPI goals, and other regulatory reports as required.
• Develop, implement, and revise reports required by all regulatory agencies as directed.
• Perform other assigned tasks as assigned by the C&C Manager and Section Manager CM&TO.

Qualifications

• Master's Degree and 2 years related work experience or equivalent technical background in customer service, collections, or data analytics. or
• Bachelor's Degree and 3 years related work experience or equivalent technical background in customer service, collections, or data analytics. or
• Associate's Degree and 4 years related work experience or equivalent technical background in customer service, collections, or data analytics. or
• High School Diploma/GED and 5 years related work experience or equivalent technical background in customer service, collections, or data analytics.

• Must have demonstrated work experience with some element of the collections process within the utility industry or at an outside corporation, required.
• Must have strong analytical problem-solving skills, required.
• Must be well organized, detail oriented, ability to handle multiple assignments and meet deadlines, required.
• Must have strong Microsoft Office skills to include Microsoft Word, Excel and Power Point, required.
• Must have excellent oral and written communications skills, required.
• Must have demonstrated working knowledge of company systems such as CC&B, Data Analytics platforms, SQL Query Applications, preferred.
• Knowledge of utility collections methods and analytics, preferred.
• Work or experience in customer service and\or customer accounting areas, preferred.

• Driver's License Required

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.